Receive and respond to work place communication

Sector- Electrical/Electronics

Unit of competence: - Receive and Respond work place communication

Module Title: - receiving and responding to work place communication

Information Sheet for learning outcome one:-

LO1. Follow routine spoken messages

Introduction to work place communication

What is Communication?

Communication:- is an active process in which information (including, Ideas, specifications, goals,

feelings, work orders and soon) is exchanged among two or more people.

Communication:- is any verbal or non-verbal behavior which gives people an opportunity to send
their thoughts and feelings and to have this thoughts and feelings received by someone else.

We all know how important communication is- it’s our lifeline and connection with others.
Developing good communication skills is an important aspect of working in any organization.

When you first start working in a new place, you will most likely spend a lot of time and energy
learning about the way communication works. Not only will you be spending tine getting to know your
colleagues, your managers and your job, you will also need to learn about the different
communication policies and procedures used in your workplace.

In a typical workplace there will be policies and procedures about interpersonal

communication – how you interact with other people.

This kind of information is often contained in the code of conduct. There will also be procedures for
using technology and equipment, reporting hazards and accidents, ordering stores and charring out
tasks to name a few. All of this is part of the communication process.

In the health care setting a lot of information is passed from one person to another, from one
department to another and from inside organization to outside organization. If communication break
down too often the consequences can often be quite serious. So it is important that you:-

 Develop effective communication skills, and

 Become familiar with the communication policies and procedures in our organization.

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Work place communication

One of the key foundations of any successful workplace is being able to communicate effectively. It
can help people receive and share information better, Defined and understand, and even avoid a
negative effects of conflict and confusion. Studies also shows that good communication can build
rapport, enhance relationship, promote self-confidence and have a positive overall affect on the
working environment.

Communication Basics

With a little effort and attention, you can learn how to relay and reinforce the importance of what you
want to say, and encourage productive feedback from others. Once you begin practicing the basics of
good communication, you will quickly witness its positive affects and rewards on your working day.
Below are a few tips to start you o the way to clear and effective communication.

Check your Body language: - something as simple as how you sit or stand while communicating can
have a profound effect on how people receive and respond to your message. For example, consider
the unspoken signs we end out when we interact with others relaxed hands with open palms are
often associated with defensiveness or aggression.

So the next time you are in a conversation, think about the message your body may be
communicating to the person you are speaking to. You can help communicate openness by keeping
your arms relaxed and not crossed and your hands open and not clenched.

Focused on the tone of your voice: - if we are a good communicator we should contact anywhere by
natural tone. Try to keep an even and normal voice tone and volume. This will avoid any mixed
messages and help people stay focused on your words and their meaning.

Avoid fidgeting when you speak: - this will only draw attention away from what you have to say
reduced the impact of your message. Avoid excessive hand movements, playing with objects (such as
a pen or a cup), constantly wringing your hands or frequent shuffling. To keep people focused on your
message, try to remain relaxed speak clearly and maintain eye contact.

Show interest: - first we must be interested to make a good communication, if not we can’t get a right
message and not listening to other.

Actively listen: - a good communicator is a good listener. Unless a person listens to what is being said,
no communication takes place.

 In the workplace effective Listening helps you to:-

 Understand instructions clearly
 Learn from others
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 Convey clear messages

 Promote good listening in others(if you are listening to others, they will be prepared to
listen to you)
 Offer ideas and take part in discussions
 Cooperate with others and suggestion of others
 Respond In an appropriate manner

Organizational guidelines
Basically, an organization in its simplest is a person or group of people internationally organized to
accomplish an overall, common goal or set of goals. Business organizations can range in size from one
person to tens of thousands.
There are several important aspects to consider about the goal of the business organization. These
features are explicit (deliberate and recognized) or implicit (operating unrecognized,” behind the
scenes”). Ideally these features are carefully considered and established, usually during the strategic
planning process. (Later, we’ll consider dimensions and concepts that are common to organization.
Vision
Member of the organization often have the some image in their minds about how the organization
should be working, how it should appear when things are going well.
Mission
An organization operates according to an overall purpose, or mission.
Values
An organization operates according to overall values, or priorities in the nature of how they carry out
their activities. These values are the personality, or culture of the organization.
Strategic goals
An organizational member often works to achieve several overall accomplishments or goals as they
work toward their mission.
System and processes that (hopefully) are aligned with achieving the goals
Organizations have major subsystems, such as departments, programs, division, teams etc. each of
these subsystems has a way of doing things to, along with other subsystems; achieve the overall goals
of the organization. Often these systems and processes are defined by plans, policies and procedures.
How to interpret each of the above major parts of an organization depends very much on your values
and your nature. People can view organization as machines, organisms, families, groups, etc.

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Information documentation
Documentation is a term with any meaning, the most common of which are
 A set of documents provided on paper, or online, or on digital or analog media, such as audio
tape or CD’s.
 The process of documenting knowledge, as in scientific articles.
 The process of providing evidence.
 The writing of product documentation, such as software documentation.
 A synonym for the term document.
 A synonym for the term bibliography.
Documentation may include:-
 Written information for any read, projection or technical performing.
 Data media of any format and for any reproduction.
 Other content.
Common types of documentation include user guide, white paper, on line help, and quick-reference
guide. It is less common to see hard copy (paper) documentation. Documentation is distributed via
websites, software products, and other on-line application.
General company policies and procedures
Company policies and procedures present guidelines to employees and management. Whenever
questions arise concerning conduct or operations. Policy is in place to direct behaviors and solves
ethical questions. Well-written company procedures will aid a human resources department in its
daily tasks; understanding policies and knowing where to go for help or additional information is key
to employee compliance.
Organizational manual
The organizational manual has been designed to aid in the effective and efficient functioning of stuff
and ministry groups.
Organizational and policy manuals are part of company’s internet communications.
Organizational and policy manuals are, first and foremost, a means of communicating managerial
standards and expectations to employees. According to the institute for public relations,
organizational and policy manuals are part of the “formal communication network” of an
organization. Formal communication networks in organizations are marked by the transmission of
managerial expectations from the top down in the form of written correspondence, or internal
communications in organizations include memos and newsletters.

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Service manual (SM)

A service information manual consists of information necessary to maintain product in good working
order.
This includes, but is not limited to:-
 Safety information
 Hydraulic fluid clean lines requirements and recommendations.
 Installation and start up procedures
 Scheduled maintenance requirements
 Troubleshooting information
 Minor repair procedures
Minor repair procedures include repair and maintenance activities that can be performed on a
product without violating the warranty.
Ethical work practices in handling communications
Effective communications
At any work place where peoples are able to communicate clearly tends to be a more efficient
working environment.
Effective communication lead to :-
 Clear instructions so people know exactly what they are expected to do and do it properly.
 People feeling involved because they are well informed
 Higher morale & job satisfaction
 People working well as a team.
 Time and effort saved as people clear on what to do
To communicate with people effectively you need to:-
 Make sure it is not too noise to hear what is being said
 Sit or stand so that you directly face the person who you are talking or listening
 Maintain eye contact
 Use polite opening and closing greetings
 Speak clearly and at a medium space
 speak in an open and neutral tone
 Keep the message simple
 Be patient
 Show interest
 Use the word that the people you are talking to can understand
 Listen carefully to the conversation so that you get the right message.

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You need to communicate with people at work for several reasons for example:-
 Take apart in friendly conversation
 Assist customers
 Receive and pass an information and instruction
 Discuss problems
 Ask for information or ask question
 Get help
The communication process
The basic components of communication process include:-
1. Source: - a source is the originator of a message which could be a single person, a group of
people or even an institution.
2. Message: - is the stimulus which the source or the sender transits to the receiver the
message may be verbal/in word/non verbal.
3. Channel: - is the medium by which the message is conveyed from the source to the
receiver.
4. Receiver: - is one who decodes (interprets) the message it is the destination of the
information/message.
5. Encoding: - it is transmitting mental perception in to code.
6. Decoding: - involves translating the message by the receiver in a way those people
understand it.
7. Feedback: - feedback in communication is the response, verbal or non-verbal, to a message
received. It is the message that the receiver sends back the person who initiated the
communication, a message that reflects his understanding of the original message. It
closes the communication loop.
Recording and storing information
Record and store information using accepted formats, systems and procedures – your
organization may have developed formal procedures and systems for storing different types of
information, both paper based and computer.
Make sure you can retrieve information promptly when required – consider when urgently the
information may be needed.
Review your methods for recording and storing information – re evaluate your methods, systems
and procedures on a regular basis to check that they are as effective and efficient as possible.

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Information sheet for learning outcome two

Lo2, Perform workplace duties following written notices

Reading &interpreting written notices and instructions

Internal memos
An inter- office memo also called memorandum or internal letter, is written communication
between employees and/or employer within the some company.
A memo should include:-
 The main topic of discussion
 A brief summary (background information, etc)
 May include graphics
 Explain what information you are looking for and why
 Conclusion, i.e. asking for a task to be completed
 If appropriate, reference any attachments
External communication
Is informal exchange of information the exchange of information and messages between an
organization and other organizations, groups or individuals outside its formal structure. The
goals of external communication are to facilitate cooperate with groups such as suppliers,
investors, and stockholders and to present a favorable image of an organization and its
products or services to potential and actual customers and to society at large. A variety of
channels may be used for external communication,
What is the different between internal and external communication in an organization?
Internal communication:- involves the communication that exists within a company and
can take many forms. Key to the success of an organization is communication from within, in
order to effectively engaged in two way symmetrical communication, (the goal of public
relations practitioners ), communication is essential internally.
External communication:- covers how a provider interacts with those outside their own
organization. This may be with the public, employers, community organization, local
authorities, job centers, careers offices, funding bodies, specialist agencies and other training
providers.

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What is Electronic Mail

“Electronic mail”, better known as email, is one of the most widely used forms of communication
today

Electronics mail, or e-mail (and mail) for short, is one of the most popular use of the internet. Once
you have an e-mail account you can send an mail account so long as you know their e-mail address.

 E-mail (electronic mail) is the exchange of computer-stored messages by

telecommunication.

What is a Briefing Note?

A briefing note could provide good news, bad news or understanding of an issue. It could
advise the reader to make a decision that will guide your actions. it could advice the reader to sign a
document.

In short, a briefing not is a power full tool of access to decision-makers –to influence their decision,
their understanding of issues. It is vital to use that tool effectively and efficiently.

General correspondence
General correspondence means in coming or outgoing correspondence other than
special mail. General correspondence includes packages sent through the mail.

Open general correspondence means general correspondence which is not limited to a list of
authorized correspondents

Restricted general correspondence means general correspondence which is limited to a list

of authorized correspondents.

Marketing materials for small business are

 logo
 business cards
 website
 brochure
 company clothing
 E-mail signature
 Packets for specialized needs

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Promotion (marketing)
Promotion is one of the market mix elements. The specification of five promotional mix or
promotional plan. These elements are personal selling, advertising, sales promotion, direct marketing,
and publicity.

Fundamentally, however there are three basic objectives of promotion. These are:-

1. To present information to consumers as well as others.

2. To increase demand
3. To differentiate a product
There are different ways to promote a product in different areas of ,media. Promoters use
internet advertisements, special events, endorsements, and newspapers to advertise their
products.

Journal
 A daily record of events or business; a private journal is usually referred to as a diary.
 A newspaper or other periodical, in the literal sense of one published each day.
 Many publications issued at stated intervals, such as magazines, or scholarly journals,
academic journals, or the record of the transactions of a society, are often called journals.
Although journal is sometimes used as a synonyms for “magazine.”
 The word “journalist” for one whose business is writing for the public press has been in use
since the end of the 17th century.

How to follow written instruction

Instructions
1. Read all of the written instructions all the way through at least once.
2. Understand the written instructions. If you have a question re read the instructions or the
part you do not understand.
3. Comprehend what the instructions tell you to do. Do not start to follow the instructions
until you are completely clear with them. If necessary, call the person who wrote the
instructions and ask an questions you still have.
4. Follow the written instructions. Perform each step of the instructions in the exact order
written. For example if the instruction says “take pill” A with a full glass of water, and
then “take two pill” B with orange juice, make sure you take pill A First.
5. Keep the instructions with you as you follow them. Even if you think you will remember
them, find and read the instructions. Follow the written instructions t the sometime.

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Example of constructive feedback

Giving feedback in the workplace can be touchy situation, sometimes exacerbated by insensitive
supervisors and unreceptive employees. For maximum effectiveness, feedback should be constructive
instead of simply intending to criticize. The goal of constructive feedback should be identify a mistake
or undesirable action and to pave the way for a successful solution.

How to give constructive feedback on an employee evaluation

Providing constructive feedback on an employee evaluation is one of the best gifts a supervisor can
give an employee. Employees depend on supervisors’ foe guidance and direction in performance
improvement. The supervisor has the responsibility for developing team members and delivering an
outstanding product or service. Part of this responsibility is providing constructive feedback to
employees in a manner that is positive and motivating to the employee.

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